Customer Service Rep

Company: Euclid Vision Corporation (Euclid) is a global leader of Proactive Myopia Management and manufacturer of Advanced Orthokeratology lens designs. Euclid is the exclusive manufacturer of the Euclid MAX™ and Euclid Emerald® Ortho-K contact lenses for overnight wear to reshape the cornea and wake up to clear vision. The Euclid Ortho-K treatment has a unique, empirically fit lens design with no trial lenses required. With headquarters in Virginia, USA, and offices in Shanghai and Beijing, China, Euclid is helping to lead the efforts in proactive myopia management across the globe.

Manufactured in the U.S., Euclid orthokeratology lenses have received FDA approval in the U.S., CE mark for Europe, as well as regulatory approvals from numerous countries around the world.

Description

The desired candidate for this role must be self-motivated and detail-oriented with a high degree of flexibility and willingness to learn new things. This role does not include seeing patients. An ideal candidate will have superb customer service skills, the ability to provide technical advice to customers and willingness to learn multiple optical platforms:

Responsibilities

• Uses superb customer service skills to answer questions and resolve issues
• Analyzes patient exam data to make recommendations for products that provide the highest quality vision care to patients
• Educates customers on the care and use of lenses
• Provides the highest of quality and excellence in data entry of customer orders
• Evaluates orders for inconsistencies
• Coordinates correspondence of orders, invoices, and records with customers
• Provides in-depth knowledge of products to answer customer inquiries
• Participates in ongoing department training and assessment programs
• Logs potential product complaints in a database for review by quality and regulatory teams
• Collaborates with peers to share best practices to increase value for customers

Requirements

• High School Diploma
• 2-3 years of hands on experience in problem solving through customer service via phone and email (essential)
• Utilizing highly developed communication skills, including excellent verbal, and written skills to deliver report summaries, customer orders, and stakeholder complaints
• Willingness to learn different technology platforms to provide quality customer support

Preferred

• Optical and or related experience in patient support
• Specialty contact lens fitting experience

Quality Assurance

• Understands importance of adherence to all relevant company manufacturing, shipping / packaging and quality assurance related to Euclid Systems Corporate SOPs, Forms, Logs and indexes to ensure compliance with FDA regulations
• Ensures all orders are correctly fulfilled

The safety and health of our employees is of the utmost importance. Employees are required to comply with any Federal and or State COVID-19 requirements. More information can be found here.

Additional Job Information

Competencies

• Customer Service
• Oral and Written Communication
• Attention to Details
• Results Oriented
• Teamwork
• Analytical Thinking
• Conceptual Thinking
• Build Relationships
• Interpersonal Awareness
• Initiative
• Establish Focus
• Develop and Supports Others

Work Environment and Physical Demands

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Remote
• Work schedule: 8:30 am - 5:00 pm or 11:30 am - 8:00 pm
• Amount of Travel:0 < 5%

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is frequently required to lift up to 10 pounds; and up to 25 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.